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10 KPIs You Need to Measure to Prevent Agents from Leaving


Presented By: NICE CXone

Live Date: April 26, 2022. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Laura Bassett, VP, Product Marketing, NICE CXone

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About the Webcast

Sixty-one percent of companies are having a difficult time retaining employees. If you feel their pain, it’s time for your contact center to become the employer of choice. 

Start by treating agents more like customers (and less like cogs in soul-sucking jobs). Develop agents and their careers by delivering streamlined onboarding, ongoing training and the right tools to deliver customer satisfaction. Follow this up with key performance indicators (KPIs) designed to help increase agent effectiveness, improve customer interactions and reduce employee turnover.  

In this webinar, you’ll discover ten critical KPIs and strategies that help your contact center:  

  • Foster an agent’s sense of purpose
  • Provide an agent with clear goals
  • Demonstrate how agent performance impacts the customer and company
  • Advance agent performance with frequent coaching
  • Gain insights from agents on how to improve customer experience
  • Advance agent careers with continuous skill building



About the Presenters

Laura Bassett, VP, Product Marketing, NICE CXone

Laura leads a team of product marketers to define positioning, drive sales and marketing plans, and execute cross functionally on those plans.  For over 25 years, Laura has a track record of defining business strategies and establishing best practices that drive revenue.  Prior to NICE Cxone, she spent several years with Avaya where she worked with customers to establish Contact Center and CX strategies and managed global marketing for contact center. Laura is regularly featured in industry publications. She has also written numerous blogs and articles on Unified Communications, Collaboration, CX , disruptive technologies and industry trends. Ms. Bassett has a BSBA in Computer Science and an Executive MBA from the University of Florida.